• Customers love to complain about“ phone trees,” so how about a task force to simplify all those“ press” options?

5. Enabling employee empowerment to bring out the best in your employees. To make that happen, you must:

• Have faith in their abilities.

• Give them the freedom needed.

• Rely on their integrity to make the right decisions.

• Provide encouragement, job tools, and authority.

To conclude, companies must develop training programs and coaching performance evaluation policies that improve customer service and experiences, staff productivity, and ultimately profitability.

In fact, your employees WANT to know how they are doing and what they can do to be better at their jobs. You are NOT spying on employees!

Finally, hiring practices need to be established so that you hire the appropriate people that have the same custome service values as your company does.

Brendan Read is Editor of Contact Center Pipeline. He has been covering and working in customer service and sales and for contact center companies for most of his career. Brendan has edited and written for leading industry publications and has been an industry analyst. He also has authored and co-authored books on contact center design, customer support, and working from home. Brendan can be reached at brendan @ contactcenterpipeline. com.

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